Em Essay Example | Topics and Well Written Essays - 500 words

Em - Essay Example This essay seeks to explore this concept of emotional labour with specific reference to the studies of Arlie Hochschild and Sara Jaffe. Following discussion will also scrutinize some important ways by which emotional labour affects workers and the relevance of this concept in the present business environment. Controlling personal issues to display the right emotions for customers forms the bedrock of emotional labour. This concept was first introduced by Hochschild in her book â€Å"The Managed Heart.† As the name of her book implies, emotional labour is about managing heart and not permitting personal emotions to burst at the seams in front of a customer. Inhibiting inner feelings and conforming to an external ideal to project a better image about organization is emotional labour. Some service industries require employees to treat customers nicely regardless of however rude or unreasonable the customer is being. In this case especially when an employee is already not feeling well but still attempting to be nice, rude customers can readily make things worse. Research suggests that being forced to manage emotions in such drastic situations can culminate in work stress. Such workers can get very detached from their real self and may also experience burnout as a result. Hochschild he rself addresses this worrisome issue by claiming that â€Å"the worker can become estranged or alienated from an aspect of self† (Hochschild 7). Jaffe is her article also points out that emotional labour makes female employees disadvantaged in a workplace. Instead of benefiting them significantly, the kindness or caring provided by women in care fields is taken for weakness. This kind of trend adds to exploitation of caring female employees (Harvey cited in Jaffe). Women are universally expected to display greater level of care for others and behave more kindly. They are expected to be submissive and disregard their personal issues.

Service Management Paper Essay Example | Topics and Well Written Essays - 2000 words

Service Management Paper - Essay Example The aspect of services marketing involves greater challenge considering the intangible nature of the offering. Efficient service management includes not only handling the regular aspects of the product mix but to also effectively manage the aspects of People, Process and Physical Evidence that are the most critical aspects of service marketing (Jack, 2005, p.177). In order to remain sustainable and profitable in the market it is very essential to create a distinction in these aspects in order to emerge as a formidable player in the market. Business organizations are spending huge amounts of monetary as well as human resources to analyse the gaps in the service delivery and consequently formulate a service mix that seeks to create a favourable distinctive image of the brand in the minds of the target market audience (Ellwood, 2002, p.44-45). The present study would analyse the crucial service marketing aspects of process, people and resource allocation in case of Virgin Trains so as t o have a batter and practical understanding of the importance of these aspects in ensuring profitability and long term sustainability in a service oriented organization in the turbulent and competitive business environment. Service Process Process is a very important part of the service delivery mechanism for any business organization. It signifies the actual manner and the entire back end operations that are in place right from a sales call to the final closure of a deal. Virgin Trains is one of the most popular rail companies in UK offering customers with a service of train travel from one destination to another across UK. The company in association and collaboration with players like Alstom and Bombardier provides excellent rail travel options to link various places across UK in a fast and convenient manner. Led by the legendary Richard Branson, the UK based group draws its competitive edge owning to its excellent service delivery mechanism that offers customers with a volley of services with high quality in the delivery (Virgin Rail Group, n.d.). The service delivery process at Alstom is highly innovative and backed by superior technology that gives fast, reliable and convenient support to the consumers. Innovations in technological aspects include presence of a bi directional mechanism for signalling that enables trains to move in either direction using a single tract without chances of collision. In addition to this the service process also involves use of a Public Performance Measure that is a tool that helps keep control over the timings of the train. This tool helps keep an efficiency level on the arrival time and delay of the trains ensuring that customers arrive at their destination on time. Other technological aspects include presence of a block based joint that helps generate additional safety in the running of trains. The company in 2008 also introduced the Virgin High frequency communication device system that helps in improving the communicatio ns part of the company with regards to transfer of information in a fast and accurate method. The company also has created ease for customers by having an online portal that helps customers to book their tickets from the web directly. Customers have flexible and multiple payment options that help